My HP Pagewide 477dw printer's Touch screen & power switch stopped working all of a sudden.

[Dan2Sail]

This morning my HP printer stopped responding to print requests.  The touch screen and power button do not work.  I tried unplugging the unit an following the instructions posted to no avail.  Does anyone have an idea on how to fix this?

[Dan2Sail]

After about 10 seconds the power button and touch screen stop working.  So there is no control.  if I quickly use the touch screen to make a copy prior to those 10 seconds the printer actually makes the copy.  But afterward I am back to square one.  I cannot print at all because the print instructions must take longer than the 10 second period.  So I know that the printer could print if the controls were working.  Does anyone have a fix for this?

[DharSreepada]

Fascinating.  We have the exact same problem that started today.  Printer was as mediocre as usual as of yesterday.  However, the printer freezes within a minute of unplugging it and turning it back on.   

[Repairatrooper]

May be related to an automatic firmware update that appears to have been pushed out in the past couple of days. I had a couple 577 series in my shop today with similar complaints. I was able to downgrade the firmware to the previous version. To do that you download the firmware update file, then open that file with 7-ZIP and extract the .FUL2 file and place it on a USB Pen Drive. Turn off your printer, unplug and leave for about 20 minutes. Insert the USB stick into the port by the control panel and then power up the unit. When it comes to ready you should see a USB icon, touch it and it should show options including firmware upgrade, select that and let the update run which will downgrade the firmware. When done make sure you disable automatic updates to prevent the update from reinstalling.

[Dan2Sail]

When I go to hp.com to get the firmware file they only have the one from May of this year.  When I download and unzip it, there are many files and subfolders but no file labeled .FUL2.   Can you advise where and how exactly I can get this done?  Thanks in advance.

[Yion]

We experience the exact same problem since today. Happend out of nowhere.

[brocks-academy]

Can you direct to a place to get this file?

Thanks

[RupertWM]

I fixed this by contacting HP Support. Downloaded firmware update file from their supplied link and copied to USB thumb drive. Booted HP into a hidden menu under their guidance. Selected reflash. All fixed. 

[Penny1999]

I was able to solve this issue:

1. Contact HP Support via phone [content removed].
   1. You might be able to get the information you need via the chat service but calling them is how I got it.
2. When you get connected to someone on the phone tell them that the screen and all buttons are not working due to a recent firmware update rendering the unit frozen.
3. They will send you an email with a link to download a previous version of firmware. (This link is case sensitive as you have to login to the website portal with the credentials provided in the same email.) I have included the download links that are in this portal, but they might not work for you.
   1. https://ftp.usa.hp.com/hprc/downloadFile/Full_Webpack-38.9.2003_1-PW577_DW_Full_Webpack%25%2520%281%...
   2. https://ftp.usa.hp.com/hprc/downloadFile/PW377dw_PW477dw_001.2313A.ful2/
   3. https://ftp.usa.hp.com/hprc/downloadFile/PW452dn_001.2313A.ful2/
   4. https://ftp.usa.hp.com/hprc/downloadFile/PW552dw_PWP55250dw_001.2313A.ful2/
   5. https://ftp.usa.hp.com/hprc/downloadFile/PW577dw_PWP57750dw_001.2313A.ful2/
4. Once you are logged into the portal find the file name that has your printer model in the name.
   1. i.e. I have a HP PageWide Pro MFP 577dw and I selected the link named: PW577dw_PWP57750dw_001.2313A.ful2
5. This will download the file to your computer.
6. Next you need to copy this file onto an EMPTY flash drive. You might have to reformat the flash drive to be in the format FAT32 if it isn't already.
7. Take the flash drive and plug it into the USB port on the printer. For my model it is to the right of the touchscreen.
8. With the printer unplugged, press and hold the power button and then plug in the printer. Continue holding the power button until the Home and Back buttons light up.
9. Release the power button. Touch Home, Back, Home, Home in that order.
10. When the blue screen appears on the control panel, wait 5 seconds and then touch the Menu button in the lower right corner of the screen.
11.  After touching the Menu button, then in the blue screen press next until you see Drive Reflash and then press OK.
12. This will download the firmware on the flash drive to the printer and you should be good to go.

[brocks-academy]

Thanks Penny

Had to wait a bit on hold but was able to finally get the software to downgrade.